Team Leader - Operations

Reinstate is designed to support women who are ready to reenter the workforce after a career break. ReInstate reflects our ongoing commitment to fostering an inclusive and supportive work environment, ensuring that all talent can thrive, regardless of career gaps.
Many talented women take a break from their careers for personal reasons. These individuals bring invaluable skills, experience, and leadership potential, and we want to encourage and support them as they re-enter the workforce, providing the steppingstone they need to get back on track.The program will provide participants with tailored training and mentorship to help them reacclimate to the professional environment and rebuild their confidence. We will also offer upskilling and reskilling opportunities to ensure they stay current with industry practices and technologies. Participants will be paired with mentors to guide them through the re-entry process and support their career growth.

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.

Internship opportunity for a 6 months.

Key Responsibilities

Handle stretch assignments designed to increase business acumen.

Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.

Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.

Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.

Establish/communicate job performance standards and work procedures.

Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others.

Serve as mentor leader to new leaders within respective business unit.

Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.

Interview applicants and recommend hire.

Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.

Education

Bachelor's degree. (Any)



Experience

7 or more years of experience (Preferred)

Career break of minimum 2+ years

Supervisory Responsibilities

This job has supervisory duties.



Education & Experience (in lieu)

In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building